Returns & Refunds Policy

Loomz Ltd
Last updated: 25 October 2026

We want you to be happy with your Loomz order. If something isn't right, we're here to help.

This policy explains how returns, cancellations and refunds work. Your statutory rights under UK consumer law are always protected.

1. Changed Your Mind? You Have 14 Days

If you change your mind, you can cancel your order within 14 days of receiving it.

Simply email returns@loomz.co.uk with your order number and let us know you'd like to cancel.

You then have a further 14 days to send your items back.

You don't need to give us a reason for change of mind cancelling.

Want to cancel before your order arrives?

You can also cancel your order before it has been delivered. Please contact us as soon as possible so we can try to stop it before dispatch. If your order has already been dispatched, we'll explain the next steps for returning it. Your statutory cancellation rights remain unaffected.

2. How to Return an Item

We use a managed returns service through the UK-wide InPost locker network, with alternative carriers available for larger items.

Here's how it works:

1. Email returns@loomz.co.uk with your order number.
2. We'll send you return instructions and, where applicable, an InPost QR code - no printer needed.
3. Drop your parcel at an InPost locker or use the alternative return method we've arranged.

Please contact us before sending anything back so we can provide the correct instructions.

Your statutory right to cancel does not depend on our approval.

Please don't send returns to our registered office unless we've specifically instructed you to do so.

3. Return Postage Costs

Changed your mind?

You're responsible for the cost of returning your items.

If we arrange the return shipping, the actual carrier cost will be deducted from your refund. We'll explain the cost before arranging the return.

Faulty, damaged or incorrect item?

We'll cover the reasonable return costs and arrange an appropriate solution at no additional cost to you.

4. Faulty, Damaged or Incorrect Items

All products should be as described, of satisfactory quality and fit for purpose.

If your item arrives faulty, damaged or incorrect, please contact returns@loomz.co.uk as soon as possible.

Under the Consumer Rights Act 2015, you normally have a 30-day right to reject faulty goods for a refund.

Depending on the circumstances, you may also be entitled to a replacement or other remedy after 30 days.

We may ask for photographs or a short video to help us understand the issue and resolve it quickly.

Your statutory rights are not limited to the first 30 days.

5. Condition of Returned Items

You can inspect an item as you would in a physical shop.

If you've handled or used it beyond what's reasonably necessary to check its nature, characteristics and functioning, we may make a deduction from your refund to reflect any reduction in value.

This doesn't automatically remove your statutory right to cancel.

For electrical products, please don't open, modify or tamper with the casing. We may inspect returned electrical items for safety and condition.

6. Refunds

Refunds are made to your original payment method.

For valid cancellations, we'll refund the item price and any applicable standard outbound delivery charges, as required by law.

We may wait until we've received the returned goods or evidence that you've sent them back before issuing your refund.

For change-of-mind cancellations where goods have been delivered or dispatched, we'll issue your refund within 14 days of receiving the returned goods or receiving evidence that you've sent them back, whichever is earlier.

If you cancel before the goods have been dispatched, we'll issue your refund within 14 days of being informed of your decision to cancel.

Your bank or payment provider may take additional time to show the refund in your account.

7. Items Excluded From Change-of-Mind Returns

Certain products may be excluded from statutory cancellation rights, including:

• Personalised or custom-made products.
• Sealed goods that are unsuitable for return for health protection or hygiene reasons, once unsealed.
• Other items specifically exempt under applicable consumer law.

Any applicable exclusions will be made clear where relevant.

These exclusions do not affect your rights if an item is faulty, damaged or not as described.

8. Missing or Lost Deliveries

If your parcel hasn't arrived, or tracking shows it as delivered but you can't find it, please email info@loomz.co.uk with your order number.

We'll investigate with the delivery company and help resolve the issue.

We remain responsible for your order until it is delivered to you or someone you have authorised to receive it, in accordance with applicable consumer law.

9. Need Help?

We're a UK family-run business, and we're always happy to help.

Returns, refunds and faulty items:
returns@loomz.co.uk

General enquiries and delivery issues:
info@loomz.co.uk

Please include your order number so we can assist you as quickly as possible.

Your statutory rights

Nothing in this policy affects your legal rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or other applicable UK consumer protection legislation.